We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121876 results
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Decision Reference DRN-3546442
14 Jul 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3546442 The complaint Mr S complains about the way that MotoNovo Finance Limited has dealt with a hire purchase agreement under which a car was supplied to him. What happened I issued a provisional decision on this complaint in May 2022 in which I described what had happened as follows... (6 pages)View decision -
Decision Reference DRN-3462962
14 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3462962 The complaint Ms W complains TSB Bank plc didn’t offer her an alternative way of authenticating that didn’t involve phones when it implemented strong customer authentication. What happened Ms W had several accounts with TSB, including two current accounts (one to receive her pa... (5 pages)View decision -
Decision Reference DRN-3437409
14 Jul 2022 First Complete Ltd UpheldMortgagesDRN-3437409 The complaint Mr G and Mr M have complained that, because of delay and poor service provided by First Complete Ltd in relation to their mortgage application, they were unable to complete their purchase before the end of the Stamp Duty holiday on 30 June 2021. They are asking Fi... (3 pages)View decision -
Decision Reference DRN-3580663
14 Jul 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3580663 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam and lost money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (8 pages)View decision -
Decision Reference DRN-3584692
14 Jul 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3584692 The complaint Mr H complains that Halifax Share Dealing Limited (“HSDL”) made two payments from his share dealing account to a bank account which wasn’t his. He also complains about the poor service he received when he brought this to HSDL’s attention and when he complained. Wh... (3 pages)View decision -
Decision Reference DRN-3590732
14 Jul 2022 FirstRand Bank Limited UpheldConsumer CreditDRN-3590732 The complaint Mr W complains about how FirstRand Bank Limited trading as MotoNovo Finance (“MotoNovo”) has treated him in relation to a finance agreement he has with it. What happened I set out what happened in this complaint in the provisional decision that I issued earlier th... (5 pages)View decision -
Decision Reference DRN-3572239
14 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3572239 The complaint Ms W complains that Santander UK Plc hasn’t reimbursed the money she says she’s lost to a scam. What’s happened? Ms W says she found a builder to carry out renovation work on her property through a popular trade directory. Between 5 and 20 November 2021, she trans... (4 pages)View decision -
Decision Reference DRN-3575566
14 Jul 2022 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-3575566 The complaint Mr P has complained to Hub Financial Solutions Limited that it caused delays in the application process for buying an annuity and that he has suffered financial loss as a result. What happened Mr P’s employer offered him an enhanced cash equivalent transfer value ... (6 pages)View decision -
Decision Reference DRN-3593210
14 Jul 2022 UK Credit Limited UpheldConsumer CreditDRN-3593210 The complaint Mrs B complained that UK Credit Limited lent to her irresponsibly and provided her with an unaffordable loan. What happened Mrs B was given a loan by UK Credit as follows: Date taken Loan amount Number of monthly instalments Monthly repayment* Total payable May 20... (6 pages)View decision -
Decision Reference DRN-3568474
14 Jul 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3568474 The complaint Mr P complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In December 2020, Mr P acquired a used car financed by a conditional sale agreement from Moneybarn. Mr P mad... (3 pages)View decision
